Director - Program Excellence

The Director - Program Excellence is a strategic leader responsible for driving operational excellence, innovation, and continuous improvement across client programs. This role ensures the delivery of scalable, efficient, and high-impact talent acquisition solutions by aligning people, processes, and technology. As a key member of the Cielo leadership team, the Director – Program Excellence will lead cross-functional initiatives, optimize service delivery, and champion best practices to enhance client satisfaction and business outcomes.

Duties and Responsibilities:

• Lead the design and implementation of scalable operating models that support growth and operational efficiency.
• Drive continuous improvement initiatives across client programs, leveraging data and analytics to inform strategy and execution.
• Partner with business leaders to prioritize and execute strategic initiatives, ensuring alignment with organizational goals.
• Oversee capacity planning, resource allocation, and performance optimization across delivery teams.
• Develop and track key performance indicators (KPIs) and service level agreements (SLAs) to ensure operational excellence.
• Guide change management efforts, ensuring smooth adoption of new processes, tools, and technologies.
• Serve as a strategic advisor to internal and external stakeholders, providing insights and recommendations based on structured data analysis.
• Lead and mentor a team of operations and program managers, fostering a culture of accountability, innovation, and high performance.
• Act as an escalation point for operational challenges, ensuring timely resolution and stakeholder satisfaction.
• Collaborate with solution design and client services to craft and implement custom recruitment solutions.
• Promote standardization and consistency in processes, documentation, and service delivery across accounts.
• Represent the voice of operations in cross-functional leadership forums and contribute to enterprise-wide initiatives.
• Other duties as assigned.

Supervisory Responsibilities:

The Director – Program Excellence may lead a team of Managers and/or individual contributors, providing guidance, conducting performance reviews, and supporting professional growth.